It's important to understand Nima's level of detection in this situation. Nima gives a Gluten Found result when the tested sample contains gluten at any level. You know how your company sources ingredients, manufacturers and validates your product better than anyone.
We provide instructions regarding what to do before testing to consumers to try and mitigate external factors that may impact their results. If someone tested an item that is certified Gluten Free and a Gluten Found result appears, we instruct customers to gather more information.
If someone reaches out about a gluten found result, we encourage your company to work with the customer to understand more about why the item was tested (had someone gotten sick?), explain your manufacturing procedures and any quality control measures and anything else to ensure they are heard.